Emilee Christensen
Virtual Relationships
Richland,WA
Summary
Experienced and adaptable team leader with a well-rounded, motivational approach and an upbeat nature. Skilled in training employees and leveraging organized approaches to handle daily planning, advanced situational troubleshooting, and a variety of customer service requirements. Forward-thinking and industrious with a diplomatic communication style focused on maximizing engagement and satisfaction. Marketing-savvy professional offering a 10 year customer service background, 9 of which in a supervisory and exemplary position as Assistant Manager. Engaging and upbeat personality with ability to recruit, train, and coach new employees to successfully promote company brand and growth objectives.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Virtual Relationship Specialist
Gesa Credit Union
Richland, WA
12.2021 - Current
- Made members aware of current and new programs and services while keeping up to date with current Gesa promotions and initiatives.
- Achieved proficiency and familiarity with various Gesa utilized programs such as Temenos, Salesforce, DNA, Nautilus, Architect Admin etc.
Efficiently prioritized and completed various daily tasks submitted through multiple avenues during a high volume workload, while maintaining contact with members, mcc, lenders, my virtual teammates, and leadership - Evaluated member needs and enacted tailored solutions to increase positive customer ratings.
- Handled account opening procedures thoroughly verifying required documentation reducing risk factors.
- Elevated overall service quality by identifying areas for improvement and recommending process enhancements within the Account Maintenance team.
- Managed sensitive situations diplomatically while maintaining strict confidentiality standards in handling personal member information.
Drove process improvements within the department by identifying inefficiencies in current procedures and collaborating on solutions.
Insurance Producer
State Farm
10.2020 - 12.2021
- Provided information in promotion of insurance packages, including features, policies and relative advantages.
- Adhered to all regulations for insurance sales.
- Cultivated new business by offering presentations on financial well-being to individuals and groups on term and whole life insurance.
- Approached potential clients by using direct marketing techniques, including mailings and phone contacts.
- Spent ample time with each customer, reviewing and explaining documents for client comprehension.
- Maintained high standards of customer service by building relationships with clients.
- Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
Assistant Manager
Avis Rent A Car
07.2010 - 09.2020
- Increased station sales revenue by over 700% over 8 years by personally: utilizing an assumptive sales approach, training new employees in sales techniques and word choice, and developing incentive bases programs to reward short-term and long-term goals
- Supported staff development and goal attainment by focusing on skill development and job satisfaction
- Coached team on effective upselling and ensured all employees were well informed on in-depth product knowledge
- Assessed job applications and made hiring recommendations to make sure our office was able to hire the best possible candidates
- Made sure all new hires had adequate training to be able to competently navigate our rental programs using both our older DaaS-based system as well as our newer web based system
- Managed up to 6 Counter Agents and 12 Shop employees successfully in an incredibly fast-paced environment through proactive communication and positive feedback
- Attended weekly sales calls and relayed pertinent information to employees as well as the location manager
- Excelled in customer service by dealing with customer complaints via our online portal, answering customer questions and concerns, and creative problem solving
- Assessed workloads to meet seasonal fluctuation needs, becoming adept at prioritization and multi-tasking
- Maintained careful oversight of vehicle availability, communicating any availability concerns to our administration office for evaluation
- Tracked fleet concerns such as vehicle repairs and preventative maintenance and weighed those concerns against our fleet supply and demand to ensure customers received the best vehicle possible for their booking
- Expertly answered phone calls and addressed customer requests, queries, and created new customer bookings frequently throughout the day
- Inventoried and ordered office supplies
- Answered, responded and acted on emails pertaining to special circumstance vehicles, contract alterations, extended contracts, changing policies, and various other operation matters
- Managed and processed vehicle rentals and returns throughout the day using exemplary customer service and sales skills
- Designed and completed various spreadsheets and reports for tracking budget, inventory, rates, availability, and sales
Education
High School Diploma -
Columbia Falls High School
Columbia Falls, MT 08.2004 - 05.2008
Skills
- Sales expertise
Issue resolution
Staff supervision
Hiring and training
Advanced problem solving
Strong verbal communication
Employee relations
Point of sale knowledge
Proofreading
Data entry
Strategic planning
Accomplishments
- Earned over $25,000 in incremental sales for Avis during the last three months of my final summer season on my own
- Placed in the top three for sales over all three Avis branches owned by our franchise multiple times over the last several years
Timeline
Virtual Relationship Specialist
Gesa Credit Union
12.2021 - Current
Insurance Producer
State Farm
10.2020 - 12.2021
Assistant Manager
Avis Rent A Car
07.2010 - 09.2020
High School Diploma -
Columbia Falls High School
08.2004 - 05.2008
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